Returns and Waranty FAQs

You can request a return within 90 days of receiving the product, as long as the item is brand new, unused, and includes all accessories, manuals, and original packaging. The product must be returned via FedEx (signature required).

Note: The following items are final sale and cannot be returned unless there is a quality issue:

Personalized/customized items

Special promotions or discounted items

The return process is as follows:

Contact customer service to request a return: Please email customer service at info@thecreatet.com.

Provide relevant evidence: This includes photos showing the product and packaging in good condition, ensuring it doesn’t affect resale.

Customer service approves the return and provides a return label: Once the return request is approved, we will send you a return label.

Print and attach the return label: Print the return label and attach it to the outer box.

Wait for pick-up: The courier will pick up the package within 2 business days.

Return Shipping Fees: For non-quality-related returns, the customer will be responsible for both the return shipping cost and the actual cost of the initial shipment. These costs will be deducted from the refund amount.

If the product you received is damaged or does not match the description, you can request a replacement. We will provide replacement parts free of charge. Please note that the following conditions are not covered by our return or exchange policy:
Damages caused by incorrect assembly or misuse.

Here are the types of products that qualify as damaged or not as described:
Not as described: The product significantly differs from the images or description on the website.

Defective items: Products that are unable to be used due to manufacturing defects, but with no obvious external damage.

Shipping damage: Products damaged during transit due to logistics issues.
Replacement Process:

Contact customer service: Please email us at info@thecreatet.com to request a replacement.

Provide evidence: Submit photos or videos as requested by customer service.
Return process: We may ask you to return the damaged product, and the return shipping will be covered by us.

Returns: Once your return request is submitted, we will process it within 3 business days. After approval, the courier will pick up the package within 2 business days.
Exchanges: You will need to place a new order for the desired product. The new product will be shipped according to the new order’s processing time. The original product will be handled via the return process.

Refund processing time depends on the order status:

Order not processed: Refunds will be processed within 3 business days and credited back to your original payment method (such as credit card, PayPal, etc.). You will receive a confirmation email once the refund is completed.

Order processed or shipped: After we receive and inspect the returned item, we will approve or reject the refund. If approved, the refund will be processed within 14 business days to your original payment method. Please note that the bank may take additional time to process the refund, and you will receive a confirmation email.

If the product you received does not match the description, please contact customer service immediately at info@thecreatet.com. Provide photos or videos to verify the issue, and we will assist you in processing the return or exchange.

We offer a limited warranty service for all products. The warranty period for each product is 1 year. During the warranty period, we will cover issues such as severe cracking, deformation, and significant paint discoloration (excluding damage caused by human error), as well as the abnormal functioning of electronic components.

Currently, we do not offer any additional extended warranty services. Once the warranty period expires, the product will no longer be eligible for further warranty coverage.

Yes, to access warranty service, users need to provide proof of purchase. This includes submitting the purchase record and product registration card, along with 2 to 3 clear photos of the product, which should be sent to our customer service email. For more details, please refer to our return FAQ for further information.